Customer Onboarding & Support Specialist

Remote Customer Onboarding & Support Specialist at Meridian Softworks
Customer Onboarding & Support Specialist
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About Meridian Softworks
Meridian Softworks is an founder led bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. We’re on a mission to make fitness businesses run smoother and grow faster.
We’re a fully remote company with 9 high performing team members spread all over Europe. We’re looking for someone to join our passion for building outstanding products and helping small business owners.
The Role
We’re hiring a Customer Onboarding & Support Specialist to:
– Help new clients get set up and confident using Meridian Softworks
– Solve support tickets with empathy and clarity
– Create documentation that reduces repeat questions
– Occasionally run product demos that close deals
You’ll be joining a small, focused team where your impact is immediate and visible.
What You’ll Be Responsible For
– Client Onboarding & Training (40%): Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.
– Customer Support (30%): Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively.
– Support Documentation (15%): Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials.
– Product Demos (10%): Occasionally run live demos for prospective customers—focused on solving their business pain, not pitching features.
– Voice of the Customer (5%): Flag product issues, trends, and friction points to the engineering and product teams.
You’re a Fit If You Have…
– 2+ years in SaaS onboarding, support, or customer success
– Excellent written and spoken English—clear, friendly, and professional
– Experience leading screen-share trainings or live product walkthroughs
– Have excellent technical comprehension and can quickly understand how systems work and recommend solutions for client needs.
– A process-oriented mindset—you look for ways to document, systemise, and improve
– Comfort troubleshooting basic app issues (logs, browser tools, settings, APIs)
Nice-to-Haves
– Familiarity with CRMs, Stripe, Zapier, or fitness industry tools
– Experience working with Intercom, Notion, Linear, and Loom
– Previous experience working in a fast-growing tech startup or B2B SaaS environment
– Links to help docs, demo videos, or customer education content you’ve created
Tools We Use
Intercom · Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase
What Success Looks Like in Year One
– You’re leading new client onboarding and cutting time to value
– 95%+ CSAT score across 200+ tickets/month
– Knowledge base content deflects \>50% of common queries
– Product demos convert 25%+ of leads
– Weekly product feedback from customers results in measurable improvements
Location & Compensation
– Remote across Canada in the Eastern (preferred) or Central Time zones
– Salary: CAD $60,000 – $85,000 depending on experience
– Full-time employee or long-term contractor (preferred)
About Meridian Softworks
Company Website
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